Analysis of the Digital Direct-to-Customer channel in Insurance

Over the last few years, continued environmental, operational, and technological changes have led to the development of multiple distribution channels in the insurance industry. As competition in insurance markets is intensifying, cost savings and customer retention has become critical, forcing insurers to look for ways to drive sales and customer convenience while keeping costs low and maintaining profitability. These factors are leading to the emergence of additional channels to reach directly to customers via call centers, mobile, and the web. The market is experiencing growth in this industry with startups competing to seize the opportunities. Digital Direct-to-customer opportunities have huge potential to improve business performance. It is imperative that the strategy for incumbents and startups in this space to consider the changing landscape to make key decisions regarding their strategy towards the direct-to-customer channel for insurance. This thesis provides a framework to navigate opportunities in this channel. The framework will guide a business professional from an established insurance company to navigate the insurance landscape of insurance, understand the existing business models and use the recommended solution approach for their business model.

Department dc:contributor.department

Massachusetts Institute of Technology. Engineering and Management Program

Grantor dc:publisher

Massachusetts Institute of Technology

Year dc:date.issued

2017

Author dc:creator

• Jeyakumar, Nithila

Advisor dc:contributor.advisor

• Stuart E. Madnick.

• Engineering and Management Program.
• System Design and Management Program.

Statement dc:rights

• MIT theses are protected by copyright. They may be viewed, downloaded, or printed from this source but further reproduction or distribution in any format is prohibited without written permission.

Licence dc:rights.uri

• http://dspace.mit.edu/handle/1721.1/7582

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/1721.1/110136

OAI identifier oai:identifier

oai:dspace.mit.edu:1721.1/110136